Debt Counselling Advisor (Part Time)

HSBC; Al Ain; On-site; AED 89,000 - 134,000; Full time

Job summary

HSBC UAE in Al Ain is seeking a Debt Counselling Advisor to support customers in financial difficulty and to minimize losses for the bank. You will assess affordability, manage an active portfolio of accounts via calls and other channels, and propose options while escalating cases for legal action when required.

You will be responsible for maintaining performance against targets, contributing to process improvements, and ensuring professional service in line with HSBC procedures.

Qualifications

• Fluent in English and able to communicate clearly.
• Collections experience is essential for the role.
• Able to write business letters and reports.
• Strong email and telephone communication skills.
• Good at interpreting numeric data and trends.
• Able to build rapport with customers and stakeholders.
• Flexibility to work in shifts.
• Proficient in MS Office tools: Excel, PowerPoint, Word, Access.
• Graduation degree is required for UAE visa/work permit.

Responsibilities

• Minimize losses by collecting overdue debts while protecting both customer and bank interests.
• Assess customer circumstances and affordability; explore options to restore financial stability.
• Manage portfolio of live, current, and overdue debit accounts via calls and other channels.
• Provide appropriate treatments and escalate cases for legal action when necessary.
• Own performance against business objectives and participate in self-development.
• Provide feedback to senior management and complete progress reviews.
• Contribute to policies to enhance the customer journey and processes.

Skills

English fluency

Collections experience

Email/phone skills

Problem solving

Numerical data

Client rapport

Shift flexibility

MS Office

Education

Graduation degree

Tools

Excel

PowerPoint

Word

Access

Job description

Some Careers Prize Diversity More Than Others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

HSBC International Wealth and Premier Banking aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centers, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking an ambitious UAE National to join our International Wealth and Premier Banking team in Al Ain as Debt Counselling Advisors who are responsible for delivering a professional service that assists customers in financial difficulty to get back on their feet.

In This Role, You Will

• Be responsible of minimizing any losses to the bank by collecting overdue debts, as well as always protect both customers’ and the bank’s interests.
• Understand customer circumstances and their affordability position, exploring options within remit to help them regain financial stability.
• Manage a portfolio of live, current, and overdue debit balance customer accounts through inbound/outbound calls and other communication channels.
• Provide relevant treatments based on the customer’s circumstances & escalate the cases for legal action when necessary.
• Own performance against business objectives, targets and take responsibility for self-development.
• Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management.
• Take initiatives to enhance/streamline Policy & procedures for customer journey enhancement.
• Department champion of the leadership message and their performance sets the example for others to strive towards.
• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with HSBC specified process and procedures.

To be successful in the role, you should meet the following requirements:

• Ability to speak, understand and communicate in English fluently
• Collections experience is a must
• Ability to write business letters and reports
• Excellent email conversational/telephone skills
• Ability to learn quickly with excellent complex problem-solving skills
• Ability to understand and interpret numeric data
• Flexibility to work in shifts and resilience towards different work environment
• Ability to build rapport with customer, colleagues and other stakeholders
• Strong MS Office Skills (Excel, PowerPoint, Word)
• Excellent computer skills in a Microsoft Windows environment. Must include knowledge of Excel and skills in Access
• Graduation degree is a must to secure a UAE visa or Work Permit

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.